Last updated: 10 December 2025
1. Introduction
At SnugglyPlush, we want you to be happy with your purchase.
This Refund Policy explains your rights and how returns, refunds, and exchanges are handled when shopping with us.
This policy is based on the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If you have any questions, please contact us at info@snugglyplush.com.
2. Your Right to Cancel (UK & EU Consumers)
If you are a UK or EU consumer, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason (“cooling-off period”).
To exercise this right, you must contact us within 14 days of the delivery date.
Conditions:
To be eligible for a return:
- The item must be unused
- The item must be unworn
- The item must be in its original condition
- Packaging and tags should be intact (where applicable)
Items NOT eligible for return for hygiene reasons:
- Worn clothing items
- Socks, leg warmers, or similar items if packaging has been opened
- Items showing signs of use, wear, perfume, washing, or damage
3. How to Request a Return
To start a return, please email us at info@snugglyplush.com with:
- Your order number
- Reason for return
- Clear photos (if the item is faulty or damaged)
We will respond with return instructions and the correct return address.
Please do not return items without contacting us first.
4. Return Shipping Costs
Unless the item is damaged, faulty, or incorrect:
- You are responsible for return shipping costs
- You may choose your preferred courier
- We recommend using a tracked service, as we cannot refund items lost in transit
If the item is faulty, damaged, or we sent the wrong product, we will cover return shipping costs or offer a free replacement.
5. Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds:
Refunds will be issued to the original payment method.
Processing times:
- SnugglyPlush: up to 7 business days after receiving your return
- Your payment provider: typically 3–10 business days
Please note that shipping fees (if charged at checkout) are non-refundable unless the product was faulty or incorrect.
6. Late or Missing Refunds
If you have not received your refund:
- Check your bank or card account again
- Contact your payment provider (card issuer, PayPal, etc.)
- If still unresolved, email us at info@snugglyplush.com
7. Faulty or Damaged Items
If your item arrives faulty, damaged, or defective, please contact us within 48 hours of delivery.
We may ask for:
- Photos or videos showing the issue
- Packaging photos (if applicable)
We will then offer:
- A free replacement
- A repair (if applicable)
- A full refund
8. Exchanges
We offer exchanges for defective or incorrect items as long as the replacement product is in stock.
For different colours, sizes, or styles, we recommend returning the item and placing a new order.
9. Non-Returnable Items
We cannot accept returns for:
- Gift cards
- Items purchased during clearance or final sale (if labelled as such)
- Used or worn items
- Hygienic items once opened (e.g., socks, leg warmers, apparel worn directly on skin)
10. Orders Not Received
If your package is delayed or lost:
UK Orders
A package is considered lost after 10 business days from the expected delivery date.
International Orders
A package is considered lost after 20 business days from the expected delivery date.
We will work with the courier to investigate and offer a replacement or refund when confirmed lost.
11. Wrong Address Provided by Customer
If an incorrect or incomplete address was provided:
- We cannot issue a refund for lost packages
- If the package is returned to us, we can reship it (shipping fee applies)
Please double-check your address at checkout.
12. Contact Us
If you need help with refunds or returns, contact us:
Email: info@snugglyplush.com
Business name: SnugglyPlush
Address: Goldings Road 81 IG10 2QW Loughton